BlueOcean

OCTOBER 6, 2020

We believe that every outsourcer should earn your business by delivering value day in and day out whether your relationship with them is in its first year or its 20 th year. Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering?

outsourcing 62

outsourcing Customer Care Metrics Contact Center 62

BlueOcean

MAY 13, 2021

We’ve written before about the changes in consumer behaviours and the impact on customer care – from fluctuations in arrival patterns to dynamic average handle times. For more insights, grab a copy of our latest eBook: Customer Care Outsourcing Amidst Uncertainty: A Pandemic Resource.

Average Handle Time 62

Average Handle Time outsourcing Customer Care Sales 62

CrazyCall

AUGUST 8, 2019

Average Waiting Time. Average handling time. That’s why we’ve neatly packed everything into an Ebook that you can download and get back to anytime you want and need. Download Ebook. Average handling time. How to calculate average handle time?

Call Center 52

Call Center Metrics Abandon rate Management 52

BlueOcean

FEBRUARY 7, 2019

Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience. How do we use that data to improve the customer experience?

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

Comm100

OCTOBER 30, 2017

Outsourcing. Outsourcing by itself is not always a bad idea. But the early days of outsourcing were plagued with low quality calls to staff who simply did not have the knowledge or skills to handle them. Outsourcers, on the other hand, are in the business of handling those calls. How can I fix it?

Best practices 46

Best practices Contact Center Management outsourcing 46